The player from Switzerland had his bonus winnings cancelled due to bonus rules violation. After a closer examination, we ended up rejecting this complaint as unjustified.
LuckyDreams Casino - Player’s bonus winnings have been voided.
Amount: €1,900
LuckyDreams Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.7
LuckyDreams Casino has a Safety Index of 5.7, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Good day
I wagered the stakes with a 100% bonus from Casino Lucky Dreams and didn't exceed the € 5 maximum stake limit.
Now the winnings have been canceled and 40 € left on my account on the grounds that I have violated the bonus rules. I don't understand how this is possible and therefore I urgently need help. With kind regards
Automatic translation:
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3 years ago
Dear Manuel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated? Could you please specify which exact bonus you have redeemed and played? I would like to check the terms and conditions.
Additionally, if there's any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
I was informed that I bought bonus games with a value of 46 CHF zbspl. Nolimit / Mental. Whereby I mean less than € 5 per round as a maximum bet. Now I ask you to review the terms and conditions. What makes me puzzled is that messages appear via pop-up when the stakes are increased. Zbspl. Bonus games over 50 €, a popup window opens with the content "Maximum bet cannot be exceeded" This message is clear and sensible, but no message is made below this amount, I see this as unfair to consumers. Well, I could Resign myself to it if this is correct. I continued to play with my remaining balance that had no bonus attached and won again. Now another payout of € 800 is in the queue and again the Lucky Dream Casino is causing problems. My account has been verified ! I have proven this, 1x com Live Chat confirms this and another time from Finance Support. Now the casino says what my payout looks like when asked again: Unfortunately you are missing a document for the verification! This is a harassment towards customers The process of paying out / paying in always has to do with money, here you should trade professionally, unfortunately this is not at all here ht the case.
I hereby ask for official help
1 x value in dispute € 1900 (basis for negotiation)
The main prize does not apply to the game in which the limit was exceeded!
1 x acceleration of payment and rectification
Thank you very much !
I would be happy to send you the existing documents as evidence.
best regards
MM ******
Edited by a Casino Guru admin
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3 years ago
Thank you, Manuel, for your reply. Do I understand correctly that you have been accused of placing greater bets during the bonus wagering than the allowed ones?
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3 years ago
Translation
I am accused of having bought bonus games and I see these as unfair terms and conditions. I have not seen a bonus purchase in connection with the deposit bonus at any other casino. In addition, in my opinion, the Lucky Dreams casino has a responsibility. Attention is not drawn to this, but if you buy a bonus game over € 50 it will be pointed out and the session will be aborted. So an absolutely half-hearted act on the part of the casino. The amount won € 1900 was not won with the bonus games purchase. An agreement would be considered here. How do you proceed?
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3 years ago
I understand. I have checked the general terms and conditions, and this is what I found https://www.luckydreams.com/bonus-terms-and-conditions:
"Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD; 8 CAD/AUD; 8 NZD; 50 NOK, 430 RUB, 440 INR; 85 ZAR; 20 PLN; 0.00017 BTC; 5 USDT unless otherwise specified. Max bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game)."
Unfortunately, bonus rounds purchased within a game are included in the max bet limit. We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.
Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.
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3 years ago
Dear Manuel,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
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3 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
